Refund policy

Returns

We offer a 30-day return window. This means you have 30 days from receiving your order to request a return.

To be eligible for a return, your Kit must be in the same condition you received it – unused, with all contents present, and in its original packaging (including the Kit box and packaging). You’ll also need the receipt or proof of purchase.

To start a return, email: hello@agencyofhere.com
Please send returns to:

Agency of Here
367a West End Lane
London
United Kingdom

Items sent back to us without first requesting a return may not be accepted.

Damages and issues

Please inspect your order when it arrives and contact us as soon as possible if:

  • anything is missing from the Kit

  • an item is damaged or faulty

  • you receive the wrong item

We’ll look into it and put things right, either with a replacement, partial replacement, or refund.

Change of mind

If you simply change your mind, you’re welcome to return your order within 30 days, as long as the Kit is unused and in saleable condition.

Unless the Kit is faulty or we’ve made an error, you’ll be responsible for the cost of returning it to us. We recommend using a tracked service, as the Kit remains your responsibility until it reaches us.

Non-returnable items

We currently don’t sell perishable goods, hazardous materials, or digital products. The only items that can’t be returned are:

  • Kits that have been used or are missing items

  • Kits returned in a condition that means we can’t reasonably resell them

If you’re unsure whether your Kit is eligible for return, email hello@agencyofhere.com before sending it back.

Exchanges

We don’t offer direct exchanges. If you’d like a different Kit (for example, sending one to a different address), please request a refund first. Once your return is approved and refunded, you can place a new order.

Refunds

We’ll let you know once we’ve received and checked your return, and confirm whether your refund has been approved.

If approved, we’ll refund your original payment method within 10 business days. Your bank or card provider may take a little longer to show the refund on your statement.

If it’s been more than 15 business days since we confirmed your refund and nothing has appeared, please contact us at hello@agencyofhere.com.